Billed us for a second month after we asked to pause. Emails went unanswered for over a week and we're still waiting on a refund. Disappointed given the referral.
Human review required. Mentions billing, an unanswered support request and a pending refund. A public reply could commit the business to a financial outcome or disclose account details, so it is always routed to a person.
Draft reply
Suggested starting point only — an owner should read and send this: "K., I'm sorry — a pause request should never have turned into another charge, and a week without a reply isn't how we operate. I'd like to look at your account directly and make it right. Could you reach me at (914) 555-0142 or owner@optimizedigitalonline.com?" Before replying: confirm the pause request date and the billing record, decide the refund position internally, and have an owner send the reply.